Description
We're looking for a practical individual contributor to join our team as a Customer Success Engineer. You'll work directly with our CTO and closely with Customer Success, Account Management, Product, and Engineering teams.
Your main goal will be to build adoption programs, improve first-line support, teach customers, make product releases useful, troubleshoot, and measure progress.
Key responsibilities:
- Build adoption programs, including onboarding sequences, useful prompts, and follow-ups based on customer activity
- Improve first-line support by handling questions, finding recurring issues, and building AI-assisted answers and routing
- Teach customers through onboarding, webinars, office hours, and short videos
- Make product releases useful by explaining changes, reaching relevant people, and checking usage
- Troubleshoot configuration and integration issues, fix what you can, and provide clear reproductions for engineers
- Measure progress by tracking time to first value, repeat use, and manual work removed
Requirements:
- Experience building something useful yourself, such as an automation, small tool, or integration
- Practical AI use with testing and evaluation
- Clear writing, patient teaching, and confidence working with customers
- Comfort with connecting tools and data through APIs, webhooks, scripting, or automation platforms
- Reliable follow-through and data confidence to evaluate impact
Nice to have:
- Experience with Microsoft 365, SharePoint, product analytics, SQL, or lifecycle communications
- Experience running training or supporting specialist professional products
- Real estate or investment-management knowledge
In your first few months, you'll lead an onboarding session, investigate real customer questions, and ship your first useful automation or adoption improvement. By Month 3, you'll have a repeatable onboarding or feature-adoption program running, and by Month 6, your programs will reliably serve more customers without increased manual effort.